Closing talk at Service Experience Conference 2017 (#SXConf17) on designing for living services: adaptive services that learn needs and preferences from data and sensors, then orchestrate unique experiences per person. Covers living-service building blocks developed at Fjord (north star, rule book, triggers, micro-moments, atomised profile) and living-service blueprints for service designers.
People
Andy Polaine
Methods
Service DesignService design examines how people, tools and organisational processes work together to deliver an experience. Map the customer-facing steps alongside the staff activities, policies and systems that support them, often using a service blueprint. Bring the relevant teams together to identify broken handoffs, duplicated work and conflicting responsibilities, then coordinate changes across the service. Use it when problems span departments or channels and cannot be resolved through interface changes alone. Include employee experience because internal constraints shape what customers receive.